Barclays publishes FSA Complaints Data H2 2011

Banking complaints down over 30 per cent year-on-year as Barclays targets further significant reductions in 2012

Barclays Bank PLC today publishes customer complaint numbers for the second half of 2011 (1 July to 31 December) which show the bank has substantially driven down volumes by addressing the root causes of complaints.

In the Banking category there has been a 31 per cent reduction in complaint volumes for the full year 2011 compared to 2010. Figures for the second half of the year at 146,316 are also down 10 per cent versus the first half figure of 162,611 recognising continued momentum in reducing complaints.

The figures demonstrate that Barclays focus on putting the customer at the heart of our business is gaining traction with significant and sustainable reductions in complaint volumes. Barclays acknowledges that complaint volumes are still too high and we will continue to address complaints at root cause. Barclays is aiming to deliver further significant reductions in the first half of 2012 (excluding PPI).

The most significant exception to the overall progress we are making to reduce complaints is in the General Insurance and Pure Protection category, of which the majority of complaints are related to Payment Protection Insurance (PPI). Excluding these complaints overall volumes of complaints are down 29 per cent in 2011 compared to 2010. Complaints for the second half of 2011 at 158,492 are also down 11 per cent compared to the first half figure of 177,871 (up 12 per cent half on half including PPI).

Antony Jenkins, Chief Executive of Barclays Retail and Business Banking said:

“We made a commitment to put customers at the heart of our business and improve customer service. Tackling complaints is our top priority and today’s figures show real sustained progress on delivering on our commitments, with a reduction of over 30 per cent in Banking complaints.

“We can and will do more to improve service and go further and faster to drive down complaints. We are aiming for further significant reductions in underlying complaints in the first half of 2012 as we continue on our journey to get it right first time, every time, for our customers.”

Examples of steps Barclays has taken in 2011 to reduce complaints, improve service and build stronger relationships with customers include:

Faster and simpler services

• 99.5 per cent of customers who need a replacement debit card now receive it in two days when it used to take a week, leading to a 59 per cent reduction in related complaints.
• 95 per cent of our personal and business customer accounts are now opened within 24 hours, leading to a 41 per cent reduction in Barclays Business account opening complaints.
• All standing order and direct debit change requests are now processed on the day they are received, resulting in a 29 per cent reduction in related complaints.
• Significantly speeding up the release of funds to the next of kin in cases of bereavement, leading to a 72 per cent reduction in related complaints.

Solving issues at first point of contact

• An enhanced Barclaycard Helpdesk has been introduced to provide our front line agents with access to expert knowledge, help and advice, enabling us to address 86 per cent of customer issues within two days.

Complaint volumes are just one measure of customer service and satisfaction. Looking at other measures other than FSA Reportable Complaints also show positive improvements in customer service. Barclays UK customer satisfaction ranking has risen from eleventh in 2007, to fourth. Internal surveys also show branch and telephony satisfaction scores hit their highest levels ever in 2011 at 92 per cent and 82 per cent respectively.